01About the role
Every clinic runs differently: which scans need a referral check, which contrast questions must be asked, when a call needs a human immediately. Someone has to encode that clinical reality into the protocols our agents follow, precisely, safely, and per site. That is this role.
You’ll sit between our customers’ clinical teams and our engineers. You’ll map how a practice actually triages a booking today, design the agent protocol that reproduces it, test it against edge cases, and own it in production. When a radiographer says “the agent asked the wrong prep question for a CT KUB”, you’re the person who understands both why that matters and how to fix it.
This role is based in Melbourne because it involves regular time inside clinics: watching front desks work, sitting with practice managers, listening to real calls.
02What you'll do
- Design, build, and maintain site-specific triage protocols, modality prep rules, referral requirements, contrast and safety questions, escalation criteria.
- Run discovery with practice managers and radiographers: map current phone workflows, edge cases, and the unwritten rules every clinic has.
- Test protocols against transcripts and simulated calls before go-live; own protocol quality in production.
- Review flagged calls and near-misses, and feed corrections back into protocols and the product.
- Work with engineering on the protocol authoring tools, you are their most demanding user.
- Help define what “clinically safe” means for an administrative AI agent, and document it.
03What you'll bring
- A clinical or clinical-adjacent background, radiography, nursing, practice management, health informatics, or equivalent time working inside healthcare operations.
- Systems thinking: you can turn “it depends” from a clinician into an explicit decision tree without losing the nuance.
- Comfort with structured tools, spreadsheets at minimum; JSON/YAML configuration, SQL, or light scripting is a plus.
- Meticulous written communication, protocols are documents that must be unambiguous.
- Based in Melbourne with capacity for regular clinic visits.
04Nice to have
None of these are required, they're bonuses, not filters.
- Direct radiology experience, you know what a CT KUB is and why prep matters.
- Experience with PMS/RIS platforms (Karisma, Comrad, Voyager, Genie, Best Practice, etc.).
- Prior involvement in clinical governance, incident review, or quality & safety programs.
- Exposure to conversational AI or call-centre quality assurance.
05What we offer
- $130k–$165k AUD plus equity.
- Genuinely flexible hours built around a calm, senior team: no performative overtime.
- Hardware of your choice and a home-office budget.
- Four weeks leave plus a company-wide end-of-year shutdown.
- A seat at the table while the company is still small enough that your opinion sets direction.